NCAC NEWS

FromNational Consumer Affairs Center of Japan
Vol.27No.3

Sep. 2015＊For further details regarding each topic introduced below, refer to the following URL which contains the actual text of thereports released (PDF files) (Japanese only) :http://www.kokusen.go.jp/news/news.html－NCAC information for consumer－
I. Injury/fatal accident
P1
1. The never-ending safety hazards of eyelash extension treatments

http://www.kokusen.go.jp/pdf/n-20150604_1.pdf

P9

2. Handle with care: Riders of sport-type bicycles need a good understanding of theirdesign and use
http://www.kokusen.go.jp/pdf/n-20150618_1.pdf

II. Property damage
P13
1. Beware suspicious phone calls exploiting the personal information leak at theJapan Pension Service
http://www.kokusen.go.jp/news/data/n-20150604_3.html

P14

2. Growing among people in their twenties! Inquiries and complaints about at-homeaffiliate and drop-shipping marketing: Get rich by introducing friends? Somepeople are even pushed into to debt to make payments
http://www.kokusen.go.jp/pdf/n-20150716_1.pdf

III. Other
P16
1.

NCAC and KCA agreed the MOU on cooperation in consumer consultation forcross border consumer issues

http://www.kokusen.go.jp/dekigoto/data/de-20150730.html* Major abbreviated names: ADR: Alternative Dispute Resolution
NCAC: National Consumer Affairs Center of Japan
PIO-NET: Practical Living Information Online Network System

I. Injury/fatal accident
1.

The never-ending safety hazards of eyelash extension treatments
On February 17, 2010, NCAC published "Safety hazards caused by eyelash extension treatment" to alert
consumers and call on the Consumer Affairs Agency to take steps to prevent recurrence and spread of thesehazards. In response, the Consumer Affairs Agency called on the Ministry of Health, Labour and Welfare(MHLW) to further strengthen hazard prevention measures. Their review of safety maintenance, etc. in eyelashextension treatments has now ignited efforts to improve education in cosmetologist training programs andprovide consumers with better information, etc.
Since FY2010, PIO-NET (Practical Living Information Online Network System)*1 has received 599 harmful
incident reports*2 (e.g. eye pain) as a result of eyelash extension treatments, with over 100 incidents reported
annually. The Medical Facilities Network*3 has also received reports on three such incidents.
Eyelash extension is a cosmetic procedure and persons performing it must have a cosmetology license.*4
According to the National Police Agency, however, there was a significant increase in 2013 in the number ofarrests for violations of the Cosmetologists Act for eyelash extension.*5
1

*1 PIO-NET (Practical Living Information Online Network System) connects NCAC and local consumer centers
across Japan, etc. through an online database of information on consumer-related inquiries and complaints.
*2 Harmful incident reports are those in which consumers have been harmed (i.e. suffered bodily injury and/or illness)in connection with a product, service, or facility. Includes data received after FY2010 and registered through March
31, 2015.
*3 The Medical Facilities Network is a joint project by the Consumer Affairs Agency and the NCAC which started
operating from Dec. 2010. The network collects accident reports on people receiving treatment at medical facilities
after suffering life-threatening or bodily injuries in their daily lives. Includes data registered between December
2010 and March 31, 2015.
*4 "Eyelash Extension-Related Accident Reports," Ministry of Health, Labour and Welfare (MHLW)
http://www.mhlw.go.jp/bunya/kenkou/seikatsu-eisei30/
According to the Cosmetologists Act, "Cosmetologists must perform cosmetology at a cosmetology facility."*5 Data courtesy of Director for Economic Crime Investigations, Community Safety Bureau, National Police Agency.

About eyelash extension
Eyelash extension is a cosmetic technique that makes eyelashes appear longer and darker. The procedure
involves attaching realistic-looking artificial lashes to a person's actual eyelashes using an adhesive (i.e. glue) at
an about 1-2mm from the eyelid (see Diagram 1). The most common technique applies one artificial lash to one
actual eyelash. While the artificial lashes will normally come off naturally in about 2-4 weeks, they can also be
removed sooner using a special chemical (i.e. remover).
Photo 1. Eyelash extension procedure example
BeforeAfter

Diagram 1. Eyelash extension versus false eyelashes

Adhesive (false eyelashes-type)
Artificial lashes(false eyelashes-type)
False eyelashes-A string of artificial lashes are attached to the eyelid using
an adhesive (regulated by law*6)-Removed daily

Artificial lashes (eyelashextension-type)

EyelashAdhesive(eyelash extension-type)*6 Act on Control of Household Products Containing Harmful Substances

Uses different adhesive substance

Eyelash extension• Adhesive (no legal regulation of substance) is used toattach artificial lash to actual eyelash (artificial lash is notapplied directly to eyelid)• Most commonly, one artificial lash is applied per actual
eyelash• Long-lasting (about 2-4 weeks)2Typical cases involving accidents
Case 1:
Fluid got in my eyes during the procedure, after which my eyes hurt, became bloodshot, and wouldn't stop
tearing. The person performing the procedure was an amateur without a cosmetology license.
(Woman in her 30s)
Case 2:My eyes became swollen the day after the procedure. When the doctor examined me, I was told it was anallergic reaction to the adhesive used in the procedure.
(Woman in her 20s)
Number of harmful reports
The number of harmful incident reports received by PIO-NET after FY2010 and registered through March 31,
2015 was 599 (see Diagram 2).
Diagram 2. Number of incidents by fiscal year
(Number ofincidents)

160

147

140
120
100

103

103

2010

2011

122

124

2013

2014

80
60
40
20
0

2012

(Fiscal Year)

Description and severity of harm
"Painful eyes," "bloodshot eyes," "swollen, irritated eyelids," and "itchy eyes" were the most common incidents
reported, though some people also complained of multiple symptoms. In terms of severity of harm, 31.4% (142incidents) reported "less than one week of medical treatment" and 35.2% (159 incidents) "did not see a doctor."
At the same time, 4.0% (18 incidents) reported "one month or longer" (excludes 147 unknown incidents / see
Diagram 4).
Diagram 3. Number of incidents per victim age group (n=552)
50s,
35,
6%

60s, 4, 1%

70s, 2, 0%40s, 95,
17%

10s, 8, 2%

20s, 211,
38%

30s, 197,36%※ Percentages have been rounded to the nearest tenth, such that the breakdown does not total 100%.

3

Diagram 4. Severity of harm (n=452)

Questionnaire survey on harm to health, etc. from eyelash extension
NCAC surveyed 1,000 women between the ages of 10-59 who had undergone eyelash extension within thelast year. Questions addressed their use of salons, harm to their health, and so on.
-

Nearly 70% of respondents had undergone eyelash extension not once but multiple times.
Diagram 5. Frequency of use during the past year (n=1000)

4-More than 70% of respondents knew that persons performing the eyelash extension must have acosmetology license but, when choosing a salon, only about 20% considered it important that the person bea cosmetologist.
Diagram 6. What is important when choosing a salon? (multiple answer) (n=1000)

519

Has staff with strong technique

446

Price is low, provides discounts (coupons)249

Good reputation online
Good reputation among family, friends, acquaintances, etc.

214

Staff provides clear and thorough counseling204

Staff are licensed cosmetologists

201
182

Uses artificial eyelashes, adhesives, etc. chosen for their safety
Stylish decor, nice atmosphere66

Large selection of artificial eyelashes, adhesives, and designs

57
19

Other

0

-

200

400

(persons)
600

Approximately 6% answered that the person who performed the procedure did not have a cosmetology
license, while nearly half of all respondents did not check whether the person did or did not have acosmetology license.
Diagram 7. Did the person performing the procedure have a cosmetology license? (n=1000)

5-

Just over 50% indicated that the risks of harm to one's health "were explained and fully understood," yet only
about 40% were instructed to seek help at a medical facility if something was abnormal with their body or theyfelt strange.
Diagram 8. Given explanation of risks (n=1000)

Diagram 9. Given instructions in the event they experienced something abnormal or felt strange (n=1000)

6

- One in four people who underwent eyelash extension experienced something abnormal or felt strange.
- "Painful eyes/foreign object in eyes," "itchy eyes/eyelids," and "bloodshot eyes" were most common.
Diagram 10. Description of abnormality or strange feeling (multiple answer) (n=250)
Painful eyes/strange feeling in eyes (foreign object)
Itchy eyes/eyelids
Bloodshot eyes
Swollen, eczematized, irritated eyelids
Dry eyes
Unusual loss of natural eyelashes
Eye discharge
TearingNatural lashes stopped growing in
Diminished or cloudy vision
Lesions around eyes
Worsened peripheral vision
Cloudy iris
Other

7
5
6
0

-

14
13
11

20

39
36
33
31

40

48

60

65

115

78

80

100

120

140

(persons)

Many of the people who experienced something abnormal or felt strange did so within two to three days ofthe procedure.
Diagram 11. When the abnormality or strange feeling first began (multiple answer) (n=250)
54

During procedure
51

Immediately after

53

Several hours after
41

The day after51

2-3 days after
19

4-6 days after23

1-2 days after
10

3-4 weeks after8

One month or more after

17

Cannot recall
0

10

20

30

40

50

60
(persons)7

-Many people believed that the technique of the person performing the procedure was the cause (e.g.
"adhesive got in eyes during the procedure," "adhesive touched eyes and/or eyelids," etc.).
Diagram 12. Cause behind the abnormality or strange feeling (multiple answer) (n=250)
58

Adhesive got in eyes during procedure

47

Adhesive touched eyes and/or eyelids

43

Attached artificial lashes poked eyes and/or eyelids

32

Bodily reaction (e.g. allergy)

28

Equipment (e.g. pincet) touched eyes and/or eyelids during procedure

21

Accidentally opened eyes during procedure

16

Washed faced immediately after procedure

15

Problem with the safety and quality of materials (e.g. adhesive)

7

Wasn't feeling well on the day of the eyelash extension

4

Salon used unsanitary equipment, etc.

7

Other

64

Do not know

0

10

20

30

40

50

60

70

(persons)-

More than half of respondents did not inform the salon that they experienced something abnormal or felt
strange.

NCAC test results[Study of adhesives used in the procedure]
NCAC studied composition and labeling of 15 brands of adhesive for use in salons (commercial-grade)available for purchase over the internet.
- The substance ethyl cyanoacrylate was detected in 14 of the 15 brands, and butyl cyanoacrylate detected in
two of the 15 brands.
- Three of the 15 brands failed to list active ingredients anywhere on the container, package or included
documentation.
Advice for Consumers(1) Eyelash extension can harm your eyes and the area around them. Due caution should be exercised
whenever undergoing the procedure.
(2) If you experience something abnormal with your eyes or the area around them, seek assistance at a
medical facility immediately.
(3) If you are harmed as the result of an eyelash extension procedure, report it.
Table 1. Ingredient list on product containers, packaging, or included documentation
2-cyanoacrylic acid ethyl, hydroquinone, carbon black, acrylic resin
2-cyanoacrylic acid ethyl, hydroquinone, carbon black, acrylic resin
Ethyl-2-cyanoacrylate, alkoxy-2-cyanoacrylate, Polymethylmethacrylate, carbon black
Cyano Acrylate <95%, Poly Alkyl Methacrylate <10%, Poly Isoyanate <10%,
Other & Pigment <5%
Cyanoacrylate, polymethyl methacrylate, polyisocyanate, pigment
Ethyl cyanoacrylate (main ingredient), thickener (viscosity and cure rate control), coloring (black)
Ethyl-2-Cyanoacrylate Isobutylene/Isoprene-Copolymer and Carbon black
Ethyl cyanoacrylate (main ingredient)
Butyl cyanoacrylate
Medical grade (butyl cyanoacrylate)
Cyanoacrylate
Cyanoacrylate-based adhesive8

2.

Handle with care: Riders of sport-type bicycles need a good understanding of theirdesign and use

Sport-type bicycles (called "sport bikes" below) are designed for various cycling sports and leisure riding, and aresuitable for long-distance touring and riding at high speeds. Over the past ten years, sport bikes have increased inannual sales. In recent years, even relatively expensive sport bikes have become prevalent.*7
According to PIO-NET (Practical Living Information Online Network System), inquiries and complaints regarding
harm and hazard-related incidents involving sport bikes occupy roughly 20% of all harm and hazard-related
incidents involving bicycles. With the increasing popularity of sport bikes, there is concern that an even greaternumber of sport bike-related inquiries and complaints can be expected in the future.
It has also become clear that incidents of harm involving sport bikes tend to be more serious than similar
incidents involving bicycles that are not sport bikes. Another characteristic of many inquiries and complaints is therelatively expensive price of the bicycles, with some 20% of all inquiries and complaints involving purchase pricesof 100,000 yen or more.
Sport bikes are generally designed to be light weight. As a result, they do not deal well with external impacts, etc.
Under certain conditions, even just laying the cycle on its side while handling it can create deformities in importantcomponents that can cause a piece to break in the course of riding and result in a falling accident. Moreover,without a good understanding of their specific design and how to inspect and adjust them, riders may end up using
improperly adjusted bikes. This too can cause integral components of the bicycle to break while riding and result ina falling accident.
*7 Japan Bicycle Promotion Institute (JBPI) surveys of domestic market trends, "Annual Summary of JapaneseBicycle Market Trend Surveys for 2013 (January-December 2013)" (published February 2014)
Overview of Inquiries- There is concern over the growing number of sport bike-related inquiries and complaints as a percentage ofall bicycle-related inquiries and complaints.
- Harmful incidents involving sport bikes tend to much more serious.
- In cases of harm and hazard-related inquiries and complaints involving sport bikes that result from apparent
malfunctions in the front forks, saddles, derailleur hangers, or quick release hubs, the cause appears related
to the specific design and handling of sport bikes.
Typical cases involving harm/hazard
Case 1:
I was riding my racing bike on a mountain road. The bike's carbon front fork suddenly snapped on both sides
and I was badly injured.
(Man in his 20s)
Case 2:My son was riding a sport-type bicycle that he assembled himself. While riding, the front wheel came loose
and he was badly injured. Does the Product Liability Act apply? I want them to provide compensation.
(Man in his 20s)
NCAC test results
NCAC studied front forks, saddles, derailleur hangers, and quick release hubs, parts that were often believed
to be the point of malfunction in the cases on PIO-NET.
Front fork and handlebar design
In some cases, when the front fork was attached in the wrong way, the front fork and/or bearings broke
during riding.

9

Photo 2. Broken front fork that resulted when rattling occurred in the shaft while riding

Damage to the upper front
fork

Photo 3. Broken bearing that resulted when rattling occurred in the shaft while riding
Location of the internalbearings in the shaft

DamagedNormalThe ball bearings fell out because the casing was
deformed-

In some cases, when the bolt securing the handlebar system was not properly tightened, the handlebar
stopped responding.
Photo 4. Example in which the bolt securing the handlebar system was not properly tightened and thehandlebar stopped responding

Bolt

Bolt

Handlebar

Front wheel
Type of handlebar system that
detaches single-handedly

Type of handlebar system that
does not detachsingle-handedly

Situation in which the bolt
securing the handlebar system
is not properly tightened andthe handlebar has stopped
responding

Saddle and seat post
- In some cases, when the saddle was not adequately tightened, the saddle loosened while riding andcaused the seat position to change.

10

Photo 5. Example in which the saddle has loosened (left: before test, right: after test)

Saddle clamp hasslipped forward

Saddle rattles up anddown

Regarding derailleur hangers
In some cases, when the bicycle lacked a derailleur guard (cover), the derailleur hanger got bent when thebicycle was knocked over to the right. In some such cases, when the bicycle with the bent derailleur hanger
was then ridden, the derailleur got caught on the rear wheel.
Photo 6. Bent derailleur hanger results when bicycle is knocked over
Rear derailleur
Derailleur hanger
bends
Rear derailleur strikes thegroundRear derailleur
Derailleur hanger does
not bend
Derailleur guard prevents rear
derailleur from striking the
ground-In some cases, the derailleur hanger was bent when the bicycle was dropped to the ground in its travelingcase.
Photo 7. Example of bicycle in its traveling case11

Photo 8. When dropped to the ground, the rear derailleur struck the ground

Derailleur hanger is bent
*For purposes of photography, the bicycle has been removed from the bag.

Regarding quick release hubs
In some cases, the wheel fell off when the cam lever was not properly tightened.
Photo 9. Simply loosening the cam lever did not immediately fall off the front wheel

Simply loosening the camlever did not cause thefront wheel to fall off.

Photo 10. "Lawyer lips" on front wheel fork designed to prevent the wheel from falling off"Lawyer lips" to preventthe front wheel fromfalling off

Video
Low-resolution video
http://www.kokusen.go.jp/douga/20150618_1_news/n-20150618_1_low.html
High-resolution video
http://www.kokusen.go.jp/douga/20150618_1_news/n-20150618_1_high.html
Advice for Consumers(1) Sport bikes must be handled with care.
(2) Secure the front fork in the correct way and inspect it regularly to ensure it is tight and free of rattling.
(3) Secure the saddle correctly and inspect it regularly to ensure it is tight.
(4) Watch out for a bent derailleur hanger.
(5) Secure the quick release hub correctly and check that it is tight before riding.
(6) Choose the right bike for your needs.
12

(7)

When riding a sport bike for the first time, first practice riding it in a safe location. Also take care to wear
proper safety equipment and perform regular inspections and maintenance.
Photo 11. How to inspect your bicycle
Check that the handlebar
does not twist by applying
opposite pressure against
the handlebar and front
wheel.

Holding the front
brakes, push thebicycle forward andbackward to checkthat there is no rattle.

Shift through all the gears and checkthat the rear derailleur does not comein contact with the rear wheel.

Check that thesaddle does not
rattle.

Tap the top of the tire
firmly several times tocheck that the wheel istight and secure.

II. Property damage
1.

Beware suspicious phone calls exploiting the personal information leak at the Japan
Pension Service

Local consumer centers across Japan have started receiving inquiries and complaints regarding suspicious
phone calls related to the personal information leak at the Japan Pension Service. Callers tell people things like"your pension information has been leaked" and "your leaked pension information can be deleted."
These suspicious calls are a kind of fraud that offers to "delete your personal information that has been leaked"
with the ultimate goal of tricking people out of their money. Due caution should be exercised, as such calls havebeen growing in number recently.
Calls offering to "delete your personal information" and the like are frauds. You should ignore them and hang up
immediately.
13

Sample cases of inquiries and complaints
Case 1:
I received a call at home from someone claiming to belong to a Pension Leak Processing Committee, though his
caller ID was blocked. He said that my pension information had been leaked and that others' information might havebeen leaked too, so he wanted me to tell him who in my family was receiving a pension. When I asked him to send
the details in writing, he hung up.
(Woman in her 60s)
Case 2:
I received a call from someone claiming to be with the Japan Pension Service. He told me personal information
had been leaked and mentioned my name. He said he needed to speak directly to that person and kept asking if it
was me. I said she was out of the house and he hung up, saying he would call back again.
(Woman in her 70s)
Case 3:
I received a call from someone claiming to be an official at NCAC, asking if I was aware of the pension incident
and telling me my personal information had been leaked to three companies. He told me they had deleted myinformation from two of the companies but had been unable to do so for the third. "Fortunately," he said, "the directorof a volunteer organization has agreed to act as your representative. You'll be contacted by the director soon abouttransferring authority to him." Then he hung up.
(Woman in her 60s)
Advice for Consumers（1) If you receive a suspicious call or solicitation telling you your pension information was leaked or offering todelete your leaked pension information, ignore it and hang up immediately.
（2) Consumers will never be contacted by phone or email by the Japan Pension Service, Consumer Affairs Agency,
National Consumer Affairs Center of Japan (NCAC), or your local consumer center regarding this incident.
（3) If you are the least bit concerned, immediately contact your local consumer center or other such organization.

2.

Growing among people in their twenties! Inquiries and complaints about at-homeaffiliate and drop-shipping marketing: Get rich by introducing friends? Some people
are even pushed into to debt to make payments

In FY2014, inquiries and complaints at local consumer centers around Japan regarding at-home affiliate anddrop-shipping marketing again exceeded 1,000 cases for the first time since FY2010 (see diagram 13).
A look at recent inquiries and complaints shows a prevalence of MLM-type*8 solicitations using the phrase"affiliate" (e.g. "friends and people I met through SNS introduced me to at-home affiliate and drop-shipping marketingand explained I could make money if I solicited acquaintances and grew the number of members"). Another recent
characteristic is the large number of university students and other young adults.
At the same time, inquiries and complaints that are familiar from years past also continue to be received in large
numbers (e.g. "I entered an expensive contract because they told me I'd make my money back immediately, but I
haven't earned anything," "when I entered the contract, the business told me I'd be fine because they would provide
support, but they haven't provided that support and so I haven't sold anything," "I was charged supplemental feesthat were never discussed when I entered the contract").
*8 MLM (multi-level marketing) transactions are regulated under the "Multilevel Marketing Transactions" section of the"Act on Specified Commercial Transactions" (referred to below as the "Specified Commercial Transactions Act").

14

Diagram 13. Number of inquiries and complaints by fiscal year
Number of inquiries & complaints(Number ofcases)
2000

1500

Multilevel marketing (MLM)
transactions

1530
1175

1000

823

871

888

103

116

2012

2013

500
119
0

2010

63
2011

307

2014

(Year)

Sample cases of inquiries and complaints
Case 1: A person above me at my part-time job was promoting affiliate marketing. He explained that I would makemoney if I could introduce other people.
(Man in his 20s)
Case 2: A friend was promoting affiliate marketing. I borrowed money to enter a contract and now I have promoted it
to friends too.
(Man in his 20s)
Case 3: I entered a contract for drop-shipping but never received the support they said I would. I haven't made any
money.
(Woman in her 20s)
Case 4: I was told there would be no intial investment but was charged an "equipment investment fee" after signing.
(Man in his 20s)
Problems highlighted by the sampling of inquiries and complaints
1. MLM transactions are promoted by friends, etc., making them hard to decline.
2. Explanations when being solicited prove very different from the actual terms.
3. If a person does not have the money to pay the expensive cost of the contract, they are encouraged to use
consumer loans, credit cards, etc.
4. Explanations make it seem as if it will be easy to earn money.

15

•

•

•
•

Characteristics of at-home affiliate and drop-shipping marketing
At-home affiliate marketing
Drop-shipping marketing
A form of internet-based advertising. Affiliates • A form of internet-based mail-order sales.
post advertisements for participating
Sellers choose which products to sell and set
suppliers' products and earn referral fees
their own prices. They make a profit on thewhen visitors purchase those products via thedifference between their sale price and the
product advertisements.
wholesaler's price.
Affiliates need not have any inventory on• Website operators can engage in sales
hand. They only need to create a website andwithout any inventory and no need to buy,
advertisement.
manage, package, or ship product.
The business can be started at no costwithout start-up fees.
• Drop shipping includes 1) sellers who market
When a person clicks through thewholesale products from participating
advertisement and actually buys the product,
suppliers and 2) sellers who apply their own
affiliates can earn actual income.
designs to products available from theparticipating supplier (e.g. T-shirts) that arethen sold on the seller's website.

In either case, sellers often tend to rely on middlemen when creating their websites and have encountered trouble
upon entering an expense contract.
Advice for Consumers(1) The trouble caused by MLM transactions is not only financially damaging but can also ruin personal
relationships. If you are not interested in entering such a contract, simply decline the offer.
(2) Avoid entering unrealistic contracts based on income expectations described during the sales pitch.
(3) There is no easy way to make money.
(4) In case of trouble, consult your local consumer center.

III. Other
１．

NCAC and KCA agreed the MOU on cooperation in consumer consultation for crossborder consumer issues

The National Consumer Affairs Center of Japan (hereafter NCAC) and Korea Consumer Agency (hereafter
KCA) agreed the MOU on cooperation in consumer consultation for cross border consumer issues.
On 30th July, the signing ceremony for the MOU was held at NCAC in Tokyo, the president of NCAC Mr.
Matsumoto and the president of KCA Mr. Jung singed the MOU.
NCAC established as an incorporated administrative agency and funded by the Government of Japan, works asa core consumer advocate organization in accordance with the Japanese Consumer Fundamental Act.
And KCA also established as a government agency in accordance with the Korea Framework Act on
Consumers.
The function and mission of both are very common. They are in charge of consumer consultation, consumer
ADR, product testing, providing information (including publication) and proposal and study of the policy plan andregulation for developing the consumer protection.
In the MOU, NCAC and KCA try to tackle consumer issue that happens between Japan and Korea, that means“Japanese consumer to Korean business” or “Korean consumer to Japanese business”, mutual cooperatively.
NCAC announced that NCAC develop the resolution of cross border consumer issue through the cooperation
with consumer organization in other country in this press release.

16